Supervisor Features; Using Answer Agent - Nortel NN43001-115 User Manual

Supervisor features

The following sections describe features available to the supervisor:
• "Using Answer Agent" on page 31
• "Using the Agent key" on page 32
• "Using Answer Emergency" on page 32
• "Using Call Agent" on page 33
• "Using Interflow" on page 34
• "Using Night Service" on page 34
• "Observing a call" on page 36
• "Displaying the queue" on page 37
• "Displaying agent status" on page 38

Using Answer Agent

Use the Answer Agent
emergency situation.
To use Answer Agent:
AnsAgent
feature to receive calls from agents in a non-
1. When the LCD next to the Answer Agent
key flashes, press the
key.
Note 1: The Agent ID of the person
contacting you displays on your IP
Phone.
Note 2: The LCD remains lit as long as
you are on the call, and your status is
displayed as NotReady. If configured,
your status is displayed as Not Ready in
Contact Center Manager Administration
Real Time Display.
Supervisor features
Answer Agent
31